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Crm Operations Expert

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Crm Operations Expert
Company:

Gojek


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Crm Operations Expert

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Details of the offer

About the Role

If you deal with these following words in your day-to-day job - campaigns, live programs, CLM, and CRM - this is the role for you. As our CRM Operations Expert, you'll take charge of campaign journey implementations and optimizations for customer lifecycle programs and country marketing communications. This includes automated customer journeys, and country tactical communication campaigns through inbound and outbound, non-paid channels. Through collaborations with CRM and Analytics leads, you will help to steer the incremental growth of key Gojek’s verticals through personalized, relevant, and contextual communication, ultimately increasing engagement and retention rates.
What You Will Do

Implement lifecycle automation programs, country product marketing, and tactical campaigns via inbound (Shuffle card) and outbound channels (i.e. e-mail, push)
Develop and optimize process, SLAs, and other key performance indicators to ensure the campaign launch/ deployment is conducted in an efficient, timely, and high quality manner
Identify improvement areas, use cases for CRM campaign management tool, and audience management capability development roadmaps
Manage and update the creation of emails, push notifications, landing pages, forms and reports for campaigns and webpages
Develop communication templates for consistency and effectiveness in accordance with branding guidelines and best practices
Plan and update the campaign communications calendar
What You Will Need

A BS/MS in Engineering, Computer Science, Business, or equivalent experience
At least 3 years of CRM marketing experience, preferably in e-commerce, telecommunications, airlines, or other relevant service industries
Experience launching CRM campaigns and conducting customer journey implementations and experimentations through advanced CRM tools (e.g. Braze, Leanplum, Clevertap, SalesForce)
Good knowledge of HTML/CSS, scripting, and SQL is a plus
Experience using workflow/ task management tools (i.e jira)
Strong capacity planning and reporting abilities
Experience conducting experimentation and A/B testing
About the Team

Our CRM team is a group of 8 people based in Jakarta, Indonesia. We oversee all things related to customer engagement and retention across the entire Gojek app. As an embedded function within the larger Growth team, our team's focus is to generate impact from every and all interactions with our users. We often join forces with the talented folks over in the Product, Marketing, Research, BI, Growth, Analytics, and Creative teams to get our job done.

While our team is currently based all over the region, we are a tight-knit group who are each others' second family. The foundation of our team is the belief that teamwork really does make the dream work, and the importance of growing together and learning from each other. When we have a new family member, we’re more than happy to help them learn the ropes; no one gets left alone in this team. Our team also bonds over our shared love of corny jokes, captivating movies, delicious eats and addictive games. For real - our weekly conversations range from OKRs to TV shows, from campaign setup to bubble tea, from control groups to TikTok. If this sounds like a family you'd like to be a part of, come and join us!

About Us

Gojek is a Super App. It’s one app for ordering food, commuting, digital payments, shopping, hyper-local delivery, and dozen other products. It is Indonesia’s first and only decacorn. It's also the only Southeast Asian startup to be part of Fortune's list of 'Companies That Changed The World.'

Our Mission:To create and scale positive socio-economic impact for our customers, driver-partners, business and MSMEs.

As of 2018, Gojek processed more than $9 billion annualised gross transaction value across all markets where it operates - in Singapore, Thailand, Vietnam and Indonesia. We have the largest food delivery product in Asia, (outside of China), and the largest payments wallet in Southeast Asia.

Our investors include Google, Facebook, PayPal, Sequoia Capital, Tencent Holdings among others.

Gojek is committed to building a diverse and inclusive workplace and is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, gender, gender identity, sexual orientation, disability, age, education status, or any other legally protected status.


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